Careers

Apply by sending your resume to careers@emersonsystemsltd.com

 

EMERSON SYSTEMS LTD – JOB #0001

Role Title: 

 

Application Operations Manager

Function:       

 

Mobile Money Services IT

Band:      

 

G

Department: 

 

Mobile Money Services Operations

Reports To: 

 

Prin. Mgr. VCI Mobile Money Services support

Location:       

 

(TBD by MPA)

Role Purpose:

As part of the Mobile Money Services Support Function, ensure the delivery of assigned Mobile Money Services to end-customers and/or Local Market Business Teams. Act as the first escalation point towards service vendors / L2 support teams and Local Market IT teams supporting relevant infrastructure and/or connecting services. Work with all the internal and external partners in the support chain to ensure agreed service levels and adherence to the agreed support processes. Join the out-of-hours on-call Rota of the support team.

Key Performance Indicators:

  • Manage incident resolution time within SLA target
  • Take on end to end service ownership and manage all involved parties towards a SLA compliant delivery
  • Responsible to ensure technical service level compliance for services operated by Product Operations or by 3rd parties on behalf of service owner
  • Responsible for managing incidents, including implementation of workarounds and changes, and for executing service requests, including on call duties.
  • Identify and implement best practice and process improvements with 3rd parties delivering application operation services.
  • Responsible for the communication of major incident and ensure the delivery of report to senior stakeholders

Knowledge & Experience:

  • Profound knowledge in the area of IT delivery projects from application operations point of view
  • 5  years of experience in managed operations of large scale IT applications and services in multi-national environment
  • >5  years of experience in managing 3rd parties and solution vendors to ensure services are delivered according to agreed SLA
  • Strong knowledge of operations management of high complex IT/financial  services
  • Deep understanding of operational procedures and process standards (e.g. ITIL) and the ability to apply and evaluate them for continuous improvements in the service operations area.
  • Ability to understand and evaluate:
    1. Web and mobile service technologies:
    2. Operating systems (e.g. Linux, Windows)
  • Strong ability to understand goals which are cascaded through a hierarchy and work towards their prioritization and accomplishment in the department
  • Strong ability
    1. To manage in dynamic, high-growth, high-uncertainty environments
    2. To balance conflicting interest
    3. To take decisions
    4. To act as a team player
    5. To act cost conscious taking into account of the financial impact of actions

Desirable:

  • Mobile Payment or Financial Services Experience 
  • Service Operations Qualification – ITIL
  • Experience and knowledge of: 
    1. mobile internet communication, 
    2. protocols, 
    3. infrastructure, 
    4. Database technology (Oracle DB, Microsoft SQL server)
    5. TCP/IP networks and Cloud
    6. Knowledge of agile and DevOPs methodology

 

 

Budget owned: 

none

Direct reports:

none

Dotted reports:

non


EMERSON SYSTEMS LTD – JOB #0002

Role Title: 

 

ITIL Functional Lead

Function:       

 

Mobile Money Services IT

Terms:      

 

Contract

Department: 

 

Mobile Money Services Operations – Service Governance

Reports To: 

 

Senior Manager – Service Governance

Location:       

 

Nairobi

Role Purpose:

The ITIL Functional Lead role is required to manage the ITIL processes within MPA and mature the discipline. This role will lead multi-disciplined operational service teams on a day to day basis and mature process and technological solutions. The position requires a broad range of operational skills in managing a diverse operational environment with a focus on customer service and partner liaison.

Key Responsibilities:

The ITIL Service Delivery Manager role is required to ensure effective delivery of the production environment and support for our Global customers. Responsibilities include but are not be limited to: 

 

  • Development and commercialization of contractual services and service concepts for our customers. 
  • Ensures compliance to all policies, processes and procedures governing team deliveries 
  • Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Market needs and make sure these are being met internally
  • Responsible for escalation resolution to ensure that all SLA’s are met.
  • To own Incident, Request, Change and associated Escalation processes. 
  • To meet with Markets to cultivate feedback regarding the Managed Service and to facilitate any required improvements within
  • Responsible for the delivery of the contractual services. 
  • Responsible for identifying development needs for team members in relation to each member’s specific role and responsibilities and, in conjunction with the Operations Manager / Technical Support Manager, implementing training and development interventions to ensure staff are fully equipped to perform their roles.
  • Creating and presentation of the agreed KPI reports. 
  • Responsible for customer invoicing for SLA breaches. 
  • Embedding and driving compliance with policy and standard operating procedures. 
  • Driving the extraction of maximum value from service contracts including partner performance.
  • To drive service review meetings and facilitate third party service reviews covering performance, service improvements, quality and processes to enable Continual Service Improvement
  • Manage third party Vendors, where relevant to the Market. Escalate to the Global Head of Managed Services if the SLA is likely to be jeopardized in any way.
  • Supporting and documenting the delivery and integration of ICT software and services into the company's technical architecture. 
  • Delivery of change control and request management processes. 
  • Managing deliverables to implement and improve services available to the company and its stakeholders. 
  • Developing and driving an accurate understanding of how services are used through reporting from the company's support system and from partner SLA reports and portals. 
  • Providing service management support to local markets and vendors. 
  • Providing an escalation point to markets with service problems. 
  • Researching and developing methods in which current and emerging technology and processes can assist the company's growth strategy. 
  • Researching, developing and embedding best practices within the company. 
  • Advising clients and vendors on technology and software lifecycle. 

 

 

Operational Management:

  • Ensure the right level of ITIL and ITSM training schedules for team.
  • Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
  • Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT contractual activities.
  • Support operations-related projects and project portfolio.

Knowledge & Experience:

  • Strong process documentation skills and an understanding of corporate engagement within a multi-vendor environment
  • Display a strong working knowledge of ITIL Incident, Change & Problem Management
  • Strong technical knowledge of current network hardware, protocols, standards, and datacenters.
  • Must have had exposure to Change, Risk, Incident, Service request management and SLA management.
  • Proven experience in ITSM, project planning, development and onboarding process.
  • The ability to marshal and manage resources (people, funding, materials and support) to complete a proposal or project or task. Able to manage own time efficiently and to handle multiple activities in parallel to accomplish the goals. Ability to meet deadlines.
  • The ability to maintain effectiveness in a rapidly changing environment and the willingness to respond quickly and positively to change.
  • Excellent understanding of the organization’s goals and objectives.
  • In-depth knowledge of applicable data privacy practices and laws.
  • Strong understanding of human resource management principles, practices, and procedures.
  • Strong understanding of project management principles.

 

Must have technical / professional qualifications: 

Essential:

Formal Education & Certification:

  • University degree in the field of computer science or information systems and 5 years related work experience.
  • Certifications in ITIL, ITSM, and TOGAF would be preferred.

 

Personal Attributes:

  • Excellent interpersonal skills.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical, evaluative, and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Extensive experience working in a team-oriented, collaborative environment.
  • Ability to manage multiple projects.

Budget owned: 

none

Direct reports:

Incident and Change managers

Dotted reports:

none

 


EMERSON SYSTEMS LTD – JOB #0003

Role Title: 

 

Operations Acceptance Testing (OAT) Team leader

Function:       

 

Mobile Money Services 

Terms:      

 

Contract / Permanent

Department: 

 

Mobile Money Services Operations – Service Governance

Reports To: 

 

Senior Manager – Service Governance

Location:       

 

Nairobi

Role Purpose:

To provide thought leadership and guidance to the OAT team. Create an environment for the best chance of success for continued operation and maintenance of the new solutions. The roles responsibilities include managing OAT deadlines, ensuring testing disciplines are implemented and adhered to, interpreting business requirements, creating an auditable operational testing environment, ensuring business alignment, developing OAT criteria, providing process documents, providing guidance to team members, and decision making.

Key Responsibilities:

  • Participate in design, testing and implementation of new products, services, functionalities or upgrades. 
  • Provide support and document OAT/NFR activities which includes MOBILE MONEY SERVICES and integrations.
  • Perform Systems and Applications Monitoring. 
  • Maintain knowledge base by documenting technical knowledge. 
  • Collaborate with team members to improve the tools, systems and procedures.
  • Work with the external and internal technical teams to ensure efficient resolution of all system issues.
  • Implement DevOps technologies and processes, e.g.: containerization.
  • Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood 
  • Transfer system knowledge to internal customers on new features and support processes 
  • Properly communicate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed. 
  • Provide prompt and accurate feedback to stakeholders on assigned tasks.
  • Ensure all issues are logged in the service management tool.
  •  

Knowledge & Experience: 

  • Must be capable of solving problems in the most efficient way.
  • Should have excellent verbal and written communication 
  • The candidate must have strong coordination skills combined with ability to operate in a fast paced environment.
  • Amend, review and update existing OAT processes.
  • Ensure that IT staff members understand policies and processes related to delivering world class support.
  • Experience in working with multiple teams, including coordinating large support, communicating well, and exercising initiative when presented with problems in collaboration with internal and external resources
  • Educate user community on best practices / industry / use cases
  • Ability to support negotiations on scope of work manage work with outside vendors / integrators
  • Gather and understand divisional and local market requirements for integrated solutions
  • Participate in creating and managing KPI’s and personal development plans for staff.

Must have technical / professional qualifications: 

Essential:

  • A bachelor’s degree in information technology, Computer Science, Engineering or relevant field as a minimum 
  • 3 + years of experience in OAT/NFR testing.
  • Expertise in system monitoring and alerting strategies and can draw on their experience to drive improvements in system monitoring with automation, third party tools and frameworks 
  • Managing and developing staff.
  • Scripting and automation knowledge (Shell Scripting)
  • Working Database concepts knowledge (Oracle- Mongo DB – SQLServer – MySQL)
  • Good knowledge in virtualization concept (VMware experience)
  • Cloud platform Knowledge (AWS)
  • Exposure on standard Testing tools such as HP ALM
  • Knowledge of Software development skills in Java, python, Angular JS etc. 
  • Knowledge in ITIL Service Operations processes and agile methodology. Certification in Scrum fundamentals is an added advantage. 
  • Knowledge in mobile money systems, integrations or Financial systems 
  • Must be able to work with senior management 
  • Excellent problem-solving and communication skills 
  • Good presentation skills 
  • Proactive & self-motivated 

 

Desirable:

  • Mobile Payment or Financial Services Experience 
  • Corporate background
  • 3 years management experience

Budget owned: 

none

Direct reports:

Incident and Change managers

Dotted reports:

none

 

 

EMERSON SYSTEMS LTD – JOB #0005

Role Title: 

 

SSOC Facility Manager

Function:       

 

Mobile Money Services SSOC

Terms:      

 

Contract

Department: 

 

Mobile Money Services Operations – Service Governance

Reports To: 

 

Senior Manager – Service Governance

Location:       

 

Nairobi

Role Purpose:

Responsible for the management and day to day coordination of the MPA SSOC facility. The main focus for this coordination is to ensure that the operations centre runs efficiently without interruption. Primarily deals with SSOC staff, users, customers, vendors, engineers and the whole technical team.

Key performance indicators:

Team Lead – SSOC:

  • Responsibility for direct management of the 24×7 running of the MPA SSOC facility;
    • Conduct Performance Appraisals, coaching, training and objective settings.
    • Provide an assessment of all staff and provide internal/external training schedule
    • Provide direction and leadership to build process-focused operational facility
    • Manage scheduling of shift coverage to support facility relates tasks.
  • Report on key metrics of availability and SLA breaches that directly impact service delivery performance.
  • Manage and document Standards, Policies, and Processes for the NOC based on Best practices.
  • Perform regular process improvement reviews to ensure ongoing optimization.

IT Support:

  • Provide timely, accurate, and effective communication on service impacting issues.
  • Work with vendors on issue resolution and communications
  • Management of the SSOC IT Support Team
  • Address technical and non-technical escalations.
  • Enabling of new ICT connectivity to support L0 requirements.

Ad-Hoc Project Management:

  • Manage projects to upgrade and maintain SSOC technologies.
  • Assist with various service-related projects as requested.

 

Knowledge & Experience:

  1. Eight years prior facility management experience

 

  1. He / she should be innovative and flexible.

 

  1. Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.

 

  1. Have experience in managing and leading a team.

 

  1. Underlying awareness of the technology facilities and awareness of downtime

 

  1. Ability to think quickly, take the initiative and willingness to make judgment calls and escalate timeously.

 

  1. Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training.

 

  1. Excellent written and verbal communication skills at Manco and Exco level

 

  1. Be able to communicate about facility issues effectively and in a comprehensible manner both to clients and employees

 

  1. SSOC managers require at least a bachelor’s degree with qualifications in computer science, electrical engineering, telecommunication engineering and information technology and related fields would be advantageous.

Must have technical / professional qualifications: 

Essential:

  • Bachelor’s Degree in related field or equivalent experience.
  • Minimum of 7 years of relevant experience or equivalent combination of education and work experience.
  • 3+ year’s team or project management experience.
  • Must have experience with system administration and troubleshooting of Linux, UNIX and Windows systems.
  • Must have experience implementing and maintaining policies and best practices.
  • Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues.
  • Understanding of Infrastructure environments – Data Centre, VMware, storage, networks, databases, etc.
  • Demonstrated ability of industry standard process frameworks (ITIL / Six Sigma).
  • Demonstrated ability to work with operational concerns and teams.
  • Ability to communicate effectively, both written and verbal.
  • Ability to work independently or in a team and meet deadlines.
  • Ability to manage multiple projects.

Budget owned: 

none

Direct reports:

Yes – TBC

Dotted reports:

none

INFORMATION ABOUT US

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